Posts within the category: Chat

February 15, 2013

In live chat, don't argue with customers who are trying to pay

This year, I've been helping customer service agents learn to write high-quality chat to customers. And if I had to give them (and their managers) just one piece advice about chat, it's this: "Writing good chat is WAY harder than it looks."

My recent chat with Lord & Taylor is a case in point. This agent, "Paige V" does little to help me and succeeds in antagonizing me in a few ways. Take a look at the chat transcript:

Please hold while we find a customer service agent to assist you…
We thank you for your patience. An agent will be with you as soon as possible…
Welcome! My name is Paige V, how may I be of assistance?
Paige V:  Good evening, this is Paige speaking.
Leslie O:  Hi. I am having trouble placing an order online. Every time I click "Check Out" to pay for my shopping cart, I get an "Access Denied" error message. Why is that happening?
Paige V:  I would not know why unfortunately. You can call into customer service to place the order at 1-800-223-7440.
Leslie O:  ok
Paige V:  Is there anything else I can do for you?
Leslie O:  Please hold on the chat.
Leslie O:  I am on the line waiting for Lord & Taylor to answer, but I have been on hold for a long time
Paige V:  I would not know why. There is not a wait.
Paige V:  Are you still there?
Paige V:  Ma'am?
Thank you for using Lord & Taylor's Live Chat. If we can be of further assistance please Chat with us again or contact us at 1-800-223-7440.
Your session has ended. You may now close this window.

1. Lack of empathy. When I asked why I couldn't pay for my items, Paige should have scrounged up a bit of caring. "I would not know why..." doesn't work. How about "I am sorry that happened, but don't worry. We can process your order over the phone."
2. Insincerity. Don't ask "Is there anything else I can do for you?" if you don't mean it. I asked Paige to stay on the chat in case I wasn't able to place the order over the phone. She didn't agree to do this.
3. Picking a fight with the customer. I said I had been on hold on the phone for a long time. Paige's sassy answer, "I would not know why. There is not a wait" antagonized me. Even if I had been lying about the long hold on the phone (and why would I do that??), the live chat agent should not contradict me. Her writing sounds sarcastic.

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In the end, this chat did little to build my rapport with Lord & Taylor, a store that sells the same items as many other retailers, I might add. Even if the live chat agent's best advice about placing my order is that I should call the customer service line, she still should have taken the opportunity to make this exchange more pleasant. In the future, I'm not likely to purchase anything online from Lord & Taylor. The shopping cart is hinky, and the live chat agents are crabby.

Want more advice about writing live chat to customers? Read on:

• Are 6 exclamation points too many? Punctuation's gone wild in live chat with Crate and Barrel
• Verizon customer service chat: How to kill your relationship with your customer
• Tips for writing customer service chat
• "Doing the needful"? Does odd wording harm the quality of customer service chat?

Update: Polite, quick response from Lord & Taylor to my tweet about this post

Mere minutes after I published a tweet about this blog post, I received a polite and considerate response from Lord & Taylor. Very impressed! Maybe they should let the customer service agent who tweeted write live chat!

August 22, 2012

Are 6 exclamation points too many? Punctuation's gone wild in live chat with Crate and Barrel

I recently had simple, direct, if somewhat slow chat (almost five minutes long) with Susan, a helpful customer service representative at Crate and Barrel. My question: "Do you sell bird baths or bird feeders?" Crate and Barrel's answer "No, sorry. Not any more."

Live chat is perfect for this kind of interaction. For the customer, the chat freed me from digging around the entire website looking for products Crate and Barrel doesn't sell. For the company, chat offers the opportunity to suggest a substitute item for one that's no longer available.

But why the abundance of exclamation points? Susan's writing sounds over-caffeinated. The wording in her sentences is upbeat and helpful enough; she just doesn't need the exclamation points. Even innocently friendly comments like "I will check for you" or "Enjoy your evening" sound like barked commands when followed by an exclamation point. In my opinion, such insistent enthusiasm can be too much of a good thing.

What do you think? Trying reading each of Susan's chat statements without the exclamation point. In your opinion, are any of them necessary?

Need more advice about writing great chat to customers? Read these posts:

• Verizon customer service chat: How to kill your relationship with your customer
• "Doing the needful"? Does odd wording harm the quality of customer service chat?
• Tips for writing customer service chat

 

Update: Crate and Barrel offers a gracious reply to this post

Props to Crate and Barrel. When I tweeted about their exclamation-happy live chat, Crate and Barrel replied with thanks and a promise to forward my feedback to the head chat honcho. Now that's how to take some light constructive criticism. I'm impressed.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

February 7, 2012

Verizon customer service chat: How to kill your relationship with your customer

Someone needs to tell Verizon: "Customer service chat is supposed to help the customer." Read through the transcript of this truly painful chat, and you'll hardly believe your eyes. The customer, Marianne, endures:

• One hour and 17 minutes of chat 
• Dialogue with no fewer than five chat agents: Kevin, Daniel, Maurice, Anoop, and Benita (not their real names...)
• Redundant requests for her account name, e-mail address, and phone number
• Contradictory information. One agent tells Marianne she'll need to place an order to change the number of rings, and another tells her she can make the change herself online.
• An absolutely galling closing, given the circumstances: "Have a nice day"
• A 15-minute wait period during which she's repeatedly asked to be patient

 

Now, I am usually pretty good about finding something a customer service writer can learn from each chat transcript or e-mail I share in this blog. But this Verizon chat has me stumped, as it is an extremely painful service experience for the customer and for Verizon. Because the chat is so bad, even best practices – restating the customer's question, for example  – backfire. (See 15:06:57)

So, I dug into our archive and found some practical writing advice to share. If you want to improve your customer service chat writing skills, review these blog posts for tips.

• "Doing the needful"? Does Odd Wording Harm the Quality of Customer Service Chat?
• Five Top Writing Techniques to Effectively Communicate through Chat
• A Pretty Good Chat with Comcast Yields Do's and Don'ts for Writing Customer Service Chat

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And, in a nutshell, don't write like Verizon.

Transcript of Live Chat with Verizon

Customer's Question: I have my phone set up so that it goes to voicemail after 4 rings. I'd like to change it to 6 rings. How do I do that?

A Verizon eCenter Representative will be with you shortly. Thank you.
Agent Kevin has joined. (14:29:35)

Kevin: Chat ID for this session is 0123456789. (14:29:35)
Kevin (14:29:40): Hello. Thank you for choosing Verizon and visiting our chat service. I will be happy to help you today.

Marianne (14:30:27): My question is at beginning of chat.

Kevin (14:30:43): What is your phone number?

Marianne (14:30:59): 888-123-4567

Kevin (14:31:25): You will have to chat with our Tech support team for a resolution. I can transfer your chat session if you would like.

Marianne (14:31:45): yes, thank you

This session is being transferred. (14:31:55)
This session is transferred to Daniel. (14:32:50)

Agent Daniel has joined. (14:32:50)

Daniel (14:33:25): I will be happy to help you.  In order to pull up your account and for Account Verification purposes, Would you please confirm your complete physical home address (including street, city), contact number, and the first and last name of the account holder? What is your Email address?

Marianne (14:34:43): 1234 Main Street, Anytown, MD, 888-123-4567, Marianne Jones, Marianne@aabbcc.com

Daniel (14:36:44): thanks
Daniel (14:40:29): it wont let us permanently Change that for you - You will need to place an order with our Order Dept to Add the feature to edit/Change your Ringcount yourself. once that add that, you go to Verizon.com/fiosvoice
Daniel (14:40:35): to do that
Daniel (14:42:01): want to speak with them Now?

Marianne (14:42:18): Yes,

Daniel (14:42:58): ok, Again - you need an Order to Add the feature to edit/Change your Voicemail Ringcount

This session is transferred to Maurice. (14:43:18)
Agent Maurice has joined. (14:43:18)

Maurice (14:43:27): Hello. Thank you for choosing Verizon and visiting our chat service. I will be happy to help you today.

Marianne (14:43:33): Yes, This incredible, I keep getting transferred. Can you get me to someone who can actually do this. Is there a charge?

Maurice (14:44:03): I am reviewing now for you and apologize for the delay.
Maurice (14:46:18): I am working on this for you now Ms Jones.
Maurice (14:50:34): Thank you for holding. With the FiOS Digital Voice, you are able to change that yourself by going towww.verizon.com/fiosvoice.

This session will automatically timeout in 1 minutes. Please respond.

Marianne (14:53:07): I am at the webpage and I have 2 choices. Set backup number, Create Nickname.

Maurice (14:55:58): Once in, you are able to change the rings to anywhere from 5 to 12 rings. Let me get the information for you.

Marianne (14:56:58): Can someone please help me!!!! I am getting nowhere. Changing the rings doesn't seem to be an option.
Marianne (14:58:14): This is taking a very long time for a simple request.

Maurice (14:59:34): If there is not a link when you are signed in under Voicemail-user, then that option is not available to you.

Marianne (15:01:07): What do you mean. i started this chat a half hour ago, I must be able to do this. Can I have a supervisor or someone who an do this!!!!!

Maurice (15:01:53): FiOS Digital Voice, for the calling features is accessed through the customers account manager.

Marianne (15:03:12): Please connect me to a PERSON who can do this!!!!

Maurice (15:03:33): One moment please.

This session is being transferred. (15:03:39)

This session is transferred to Anoop. (15:03:50)
Agent Anoop has joined. (15:03:50)

Anoop (15:03:54): Thank you for contacting Verizon FIOS technical chat support. My name is Anoop, I see that the chat has been transferred to me and I will be glad to help you. May I confirm your telephone number as 888-123-4567?

Marianne (15:05:11): Yes, you are the 4th person I've been transferred to. I am extremely annoyed. Can you change the number of rings to 6?

Anoop (15:06:02): Sure. I help you with that.
Anoop(15:06:08): For your account security and to assist you better, please confirm the below mentioned details:

1) Name on the account:
2) Complete address on the account:
3) A good Callback number for future reference:
4) Email address:

Marianne (15:06:57): I've already done this! See above!!!

Anoop (15:07:18): Okay.
Anoop (15:07:28): Thank you for the information.
Anoop (15:07:59): I understand that you want to set the 6 rings to the voice mail. Am I correct?

Marianne (15:08:14): YES!!!

Anoop (15:08:55): Let me check the account information and change it from my end.
Anoop (15:09:05): Please be online for 2-3 minutes.
Anoop (15:12:52): I am still working on your issue.
Anoop (15:12:57): Thank you for being online.
Anoop (15:16:48): I appreciate your time and patience.
Anoop (15:17:18): Due to the technical issues at our end, I am unable to make it fast.

This session will automatically timeout in 1 minutes. Please respond.

Marianne (15:18:39): I'll wait

Anoop (15:18:49): Please be online for few more minutes.
Anoop (15:19:05): Thank you so much for understanding us.
Anoop (15:23:50): I am still with you.

This session will automatically timeout in 1 minutes. Please respond.

Marianne (15:28:05): still waiting

Anoop (15:28:56): Yes, Let me connect to our billing team and check with them.
Anoop (15:29:01): Please be online.

Inviting Benita to conference (15:29:16)
Agent Benita has joined. (15:29:16)

Anoop (15:29:31): Hello Benita.

Benita (15:29:31): Hello. Thank you for choosing Verizon and visiting our chat service. I will be happy to help you today.
Benita (15:29:56): We offer Control Ring for the Voice Mail. Give me a moment to get the information

Marianne (15:30:21): This is getting Unbelievable, Please see my question above. I have been on chat for an hour!

Anoop (15:30:42): We have Marianne online. As we have technical issues at our we are unable to do the changes on the customer account.

Anoop (15:31:02): Please take care of our customer issue.

Benita (15:31:37): Yes, I am in the process of getting the information for the Voice Mail Control Ring for the customer. This will take a moment.

Anoop (15:31:47): Alright.
Anoop (15:32:03): Thank you for your help.
Anoop (15:32:24): I am dropping the chat from my end. You both have good day.
Anoop (15:32:30): Thank you for choosing verizon FIOS.

Anoop has left the conversation. (15:33:35)

Benita (15:35:50): Thank you for your patience. To change your ring count for your Voice Mail.
1. Sign into your FiOS Digital Voice Account Manager.(https://www36.verizon.com/FiosVoice/SignInNewSSO.aspx)
2. Select the "Voice Mail Settings" link on the left side of the screen.
3. Select the "Telephone Settings" tab.
4. Select the number of times (between 2 and 6) you want the phone to ring.
5. Click "Save Settings".

Benita (15:36:20): This can only be done online with the FiOS Digital Voice services.

Marianne (15:37:44): I don't have those options, please see above.

Benita (15:38:24): Have you signed in to your FiOS Digital Voice at the link I have provided?

Marianne (15:38:38): YES!!!
Marianne (15:39:51): When I click on the link you gave me, I am redirected here!
Marianne (15:39:56):https://www36.verizon.com/FiOSVoice/members/Setup.aspx

Benita (15:41:47): That is correct, this site will allow you to manage your FiOS Digital Voice services online.

Marianne (15:43:33): I'm not getting that choice. I don't have a voiceMail setting on the left side.
Marianne (15:46:21): I can't spend anymore tie online. Please figure out how to do this and make the change or email me with CORRECT Information.

Your session is now closed. Thank you, have a nice day.

October 27, 2011

"Doing the needful"? Does odd wording harm the quality of customer service chat?

During a live chat session with a customer service agent, I tried to cancel my ancient EarthLink e-mail account. (I know - having ever had an EarthLink e-mail account makes me about as cool as orthodontic headgear, but in the early part of the 21st century, I had my reasons ...)

The customer service agent, "Jane D," did a good job. She let me know that I could not cancel my account during the chat session. When I explained that I wanted to cancel in writing, she provided EarthLink's fax number and told me what to include in my fax. I got one-and-done, actionable service.

But Jane D's diction was odd! Her unusual phrasings include:

• please may I know the reason as to why you are looking to cancel
• at chat we are limited to give the information
• one of the associates will put in the best effort to help you do the needful today

I suspect English is not Jane D's first language, and I have to admire her for writing so smoothly in a second language. But I think that her less-than-complete grasp on American English phrasing erodes the overall quality of the chat. Read on...

Transcript of EarthLink Live Chat

Welcome to EarthLink LiveChat. Your chat session will begin in approximately 0 minutes. Feel free to begin typing your question.

• "Jane D" says: Thank you for contacting EarthLink LiveChat, how may I help you today?
• LMO@earthlink.net: I want to cancel my earthlink account
• Jane D: I am sorry to know that you wish to cancel the account.
• Jane D: Please may I know the reason as to why you are looking to cancel the account with EarthLink?
• LMO@earthlink.net: I don't need the account any more
• LMO@earthlink.net: Please confirm that you will close out the account and that I will not be billed for service after today, October 27
• Jane D: That is Okay, I understood.
• Jane D: I will certainly help you in this regard.
• Jane D: Here I would like to inform you that,  At chat we are limited to give the information but the cancellation involves your verbal agreement so please contact us on the voice number 888 327 8454 (working hours 7am - midnight EST M-F or 8am - 10pm EST Sat/Sun) and one of the associates will put in the best effort to help you do the needful today.  
• LMO@earthlink.net: I don't want to call in. I want to cancel my account in writing.
• Jane D: As per our cancellation policy, I cannot cancel your account through Live Chat. If you wish to cancel your account, please send a request by Fax to 404-795-1034, including your account number,email address, your contact information and the reason of the cancellation.
• LMO@earthlink.net: OK, I will do that
• Jane D: Thank you.
• Jane D: Is there anything else I can assist you with?
• LMO@earthlink.net: No, thank you
• Jane D: Thank you for using EarthLink Live Chat. Should you need further assistance, please contact us again.
• Jane D: You have a wonderful day ahead!

What's your opinion? Did Jane D's chat "do the needful" or should EarthLink staff chat with customer service agents whose writing is clear, correct, concise, and in touch with American English? I'm eager to hear your thoughts, so post a comment here.

August 15, 2010

Tips for Writing Customer Service Chat

A week ago, I did something very brave. I engaged in a customer service chat with Comcast, my cable and internet access provider. Why was this brave? Because Comcast is known for spectacularly bad customer service:

• In MSN Money's 2010 Customer Service Hall of Shame, Comcast was number 3 of the "10 companies we love to hate,"  and the Consumerist named Comcast Worst Company In America 2010.
• The 2006 classic YouTube video: A Comcast Technician Sleeping on my Couch (1,542,556 views)

I was chatting with Comcast because my cable service was still out one week after a 3-day power outage. I had web access but no TV. I'd had no luck getting through to Comcast by phone or e-mail, so I figured I'd give chat a try.

Overall, the chat experience was OK. It took a long time, more than 30 minutes from start to finish. Some of that time was spent waiting in the queue before the chat started, and some was spent running the stairs between my office and living room and doing various things to my cable box to try to get it working. The customer service agent (or "analyst Dean") was pleasant enough. Dean's solution to my problem didn't work, so it's difficult to consider the chat a true success.

But I did take a critical look at the chat transcript and can offer some tips on writing customer service chat:

1. Avoid glib empathy. Before I even had a chance to explain to Dean what my problem was, he fell all over himself apologizing for it: "... I understand the trouble that this has caused you and I want you to know how sorry I am for the inconvenience. As your service representative today, I want you to know that your satisfaction is of my topmost priority..." These scripted empathy statements sound insincere. If he had empathized only half as much, he would have sounded twice as genuine.
2. Don't pitch offers to customers who need help. After asking for 1-2 minutes to pull up account information (which I'd already provided), Dean launched into this marketing pitch: "... Are you a big movie and TV fan? Comcast now has the best free online streaming and extensive video collection of television shows, movies, trailers and clips online. For you to experience this great entertainment site please visit..." I firmly told him not to provide marketing information during the chat, but he and the scripts he's given to work with could not resist. Near the end of the chat, this upsell slipped in: "... Do you want to watch full TV shows and movies online? Go to ... "
3. Respond directly to what the customer writes. The benefit of chat, for customers and companies alike, is its two-way quality. The agent should always respond to the customer, even if a time lag or a script briefly gets in the way. Dean did a good job of this. When I asked how to schedule a service call, he responded concisely: "You can chat back or call 1-800-XXX-XXXX."
4. Don't sweat the small stuff (like an occasional grammar or spelling error). While I can't excuse typos or mistakes that impede understanding, I can forgive the agent's occasional errors during a live chat. As a customer, I'm more interested in getting a correct answer or a solution to my problem than I am in copyediting the chat. Even as a "connoisseur of fine writing," I'm not bothered by minor errors in chat because I realize that the agent is probably multitasking wildly: chatting with more than one customer at a time, inserting scripts, offering links, troubleshooting, even taking control of the customer's browser. Dean made some errors. He wrote "I am glad I was able to assist you you today" and "Every information on what we have done is noted in your account..." But these errors did not alter the overall quality of the chat.

 

If you'd like, you can review the transcript of my chat with Comcast.

I'm interested in your experiences with customer service chat. Which companies do it well? Poorly? In your opinion, what is a well-written chat? Post a comment or e-mail me your thoughts.

-- Leslie O'Flahavan

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